Escalations Representative – Treasury Management, Card Technology

PNC

Escalations Representative resolving complex customer issues in Treasury Management Card Technology at PNC. Delivering customer advocacy and managing resolution processes for escalated complaints.

Posted 7/10/2026full-timePittsburgh • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $41,250 - $82,500 per yearWebsite

About the role

Key responsibilities & impact

Resolves complex escalated issues with a high customer and institutional impact
Balances customer and service partner demands received from multiple channels
Delivers CARES model to customers and service partners
Researches, analyzes, owns and coordinates the resolution for complex escalated customer complaints
Documents the problem resolution process for each investigated complaint
Responds to escalated issues via verbal responses
Acts as a point person/subject matter expert for any escalated issues
Facilitates problem resolution with internal and external stakeholders
Acts as a customer advocate based on Customer Advocacy Principles
Identifies trends negatively impacting customer experience and escalates for root cause analysis

Requirements

What you’ll need

Candidates with prior card experience
Excellent communication skills
Strong technology problem-solving skills
Accountability
Customer Complaint Resolution
Customer Support
Data Entry
Problem Resolution
Technical Support
Technical Troubleshooting
Conflict Management
Customer Experience Management
Customer Interaction
Decision Making and Critical Thinking
Effective Communications
Flexibility and Adaptability
Fraud Detection and Prevention
Interpersonal Relationships
Managing Multiple Priorities
4+ years of related business or functional experience
Associate degree or equivalent

Benefits

Comp & perks

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SupportData EntryProblem ResolutionTechnical SupportConflict ManagementDecision MakingCritical Thinking

Soft Skills

AccountabilityFlexibilityAdaptabilityInterpersonal RelationshipsManaging Multiple Priorities

Certifications

Associate Degree or Equivalent